Sample of Management Research Paper

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It is important to know exactly what customers expect from the business so as to be able to meet their needs satisfactorily. The main source of information on customer requirements is talking to the customers to get firsthand information on what services they would like to get from the organization. Customers can be asked to fill questionnaires or to drop off notes describing their experiences. Information can also be gotten by asking the customers about their experiences during face to face encounters. They can also feel free to indicate their expectations and to give ideas on how best the customer service can be improved to suit their expectations. This is an excellent way of knowing what aspects of customer service to improve on. This information is also important in developing questionnaire surveys for future customers to take in order to determine the levels of customer satisfaction. From first hand customer experience, it is easy to formulate surveys that will help to better understand customer requirements. Comparison surveys of other businesses within the hospitality industry can also provide valuable information as to customer requirements and expectations. Customer service policies differ from one organization to another. Through sampling, one can come up with ideas on how best customers can be served to ensure their loyalty as well as satisfaction. C o n c l u s i o n A strong customer service policy is the key towards the success of businesses within the hospitality industry. The first step is to determine the goal for the customer service policy. The overall
goal of the customer service policy is to retain customers. These policies can also provide education to customers on the services provided. Comparing different customer service policies is important in identifying industry standards. This not only conforms to the set standards but also helps in the formulation of policies that exceed those of competitors. The goals of the customer service policies must be aligned to the organization’s mission. This makes it easy to lay down procedures that go a long way in determining customer requirements and their satisfaction levels. As long as the customer service policies are tested and found relevant to the industry, the staff can be trained on the specifics of these policies so as to deliver excellent customer service. R e f e r e n c e Parasuraman, A., Berry, L., & Zaithaml, V. (1991). Understanding customer expectations of service. Sloan Management Review, 1- 25.
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